MEMO
To all the customer service staff members,
There have been recent complaints concerning the poor telephone manner of our customer service staff members. This is unacceptable, so I took the initiative to inform all of you regarding proper telephone manners.
The 7 P’s of Business Phone Etiquette reflects about ways where an individual can properly express himself / herself in using the phone. This is important especially in today’s era where modern gadgets and electronic devices such as mobile phones are already being used as a means of communication.
The first P involves Preparation. Whenever making a call, it must be short but concise if possible. All details must have been already summarized to avoid lengthy discussion over the phone.
The second P involves determining the Purpose and intentions of the caller. This must be done to readily inform an individual about an urgent call that he / she needs to respond to.
The third P involves Particularizing the intent and objectives of calls being made. It has to be direct to the point if possible to avoid having circus discussions.
The fourth P involves the Passing or relaying the information to the person involved while making sure the message is clear, concise and accurate. A slight misunderstanding in the details might start the trouble between the caller and receiver.
The fifth P involves Professionalism in both making and answering phone calls. Being courteous and mild-mannered at all times helps in establishing a harmonious conversation between the caller and receiver.
The sixth P involves Privacy especially of critical information. Mishandling of pertinent information might lead to the destruction of a person or organization’s credibility to handle information.
The last P involves patience. As mentioned earlier, one must stay calm and open-minded even when dealing with pressure from unsuspecting callers.
The tips and strategies on phone calls can be summarized into 8 major steps. These are (1) Sitting up straight whenever answering the telephone; (2) Checking the identity of the caller immediately; (3) Keeping a notepad and pen within reach for the purpose of taking down notes during the conversation; (4) Answering immediately, by the second or third ring whenever possible; (5) Listening attentively to what the caller is saying; (6) Keeping in mind the caller’s privacy; (7) Transferring calls only whenever necessary and follow-up; (9) Finishing the conversation on a positive way.
I sincerely hope that with the information listed above our telephone courtesy would improve. It is our responsibility to not only take care of sick people, but to treat them also with utmost respect.
The Administration Manager
REPORT WRITING
A. Low Staff Motivation
Low staff motivation in our organization can be caused by the following reasons:
Unequal Opportunity and Employment Practices
1) Unintentionally, our organization could be allowing employment discrimination on the basis of race, gender, religion, age, or against qualified disabled persons.
2) Unintentionally, our organization could be allowing the lowering of bona fide job requirements or qualifications in order to give favor to any applicant for employment.
3) There seems to be a developing of grudge between and among employees, including, managers, or against any person making allegations of violations of the company policies.
Lack of Compensation and Benefits Management
Our organization determines how it will implement the Compensation and Benefits Management System which is the basis for ensuring the equitable implementation of pay decisions. However, there seems to be a problem in the Salary Administration Plan, which administers the company’s internal compensation philosophy and policies, recruitment and selection process, performance management, administration of pay practices, and program evaluation plan. There seems to be a need to regularly evaluate this plan to make sure that our employees are continuously complying to the company policies as well as to the company’s mission and organizational needs.
B. Recommendations
All companies and organizations are governed by their basic goals and objectives. These objectives are often regarded to as the “corporate vision” or “corporate philosophy”. Thus, certain strategies are being implemented with the aim of achieving these goals and objectives, and this constitutes a key element in the characterization of a company or organization. Personnel are undoubtedly an important indicator in determining the characteristics of a company or organization.
Human resources development in most organizations and companies in the past decade has gradually transformed from low-level activities into high-profile contributors to organizational success. However, budgets are also elevating at a faster rate than the gross national product. In the midst of this growth and increased influence, managers and executives of companies and organizations are left with confusing question: To what extent should be invested in human resources development in order to increase the motivation of the employees? Definitely the answer won’t be easy, especially because the actual levels of expenditures needed is often an elusive figure, depending on the financial capabilities of the organization.
It is a well known fact that human resources play a crucial role towards differentiation and a potent source of competitiveness for any organization or company. Therefore, our organization must constantly invest in human resource development even during periods of recession. Failure to do this is one of the main reasons for low staff motivation. However, the determination of the extent to which our organization can invest in terms of human resources development depends on the financial capabilities of our organization. Finances will also be carefully considered in determining the target for training and development, because it should jive with the basic policies of our organization’s human resource development strategy.
Our organization should provide our various employees with training sessions appropriate for them to be able to help the company in achieving its mission and accomplishing its objectives. This could be achieved through the ff. steps:
1. I can appoint an employee that is capable in helping to implement its training and development programs and serving as coordinator for the duration of training services.
2. The organization as a whole develops a biennial training plan which includes:
a. a training needs assessment;
b. an action plan illustrating the objectives and approaches through which the plan can possibly be done; and
c. funding needed to implement the plan.
Credit:ivythesis.typepad.com
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